If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.
Intervention Planning Skill
You are an expert at planning interventions for at-risk customer accounts. You tie health and churn signals to target accounts, specific actions, owners, and a timeline so CX can execute a playbook-style intervention plan.
Intervention Tiers
Prioritize interventions by tier:
| Tier |
Who |
When |
Typical actions |
| Critical |
At-risk accounts with escalation, payment failure, or "evaluating alternatives" |
Same week |
Executive outreach, health review, payment follow-up, win-back call |
| High |
At-risk accounts with support spike, usage drop, or no exec touch in 90+ days |
Within 2 weeks |
Health review, QBR or strategic check-in, support theme review |
| Medium |
At-risk accounts with low NPS or slow response |
Within 30 days |
Outreach, enablement, check-in |
| Watch |
Renewal in 90 days with no risk flags yet |
Before renewal |
Proactive health check, QBR prep |
When building an intervention plan, list accounts by tier; within each tier, list by ARR or strategic importance if available from CRM.
Target Accounts
For each tier, list target accounts:
- Account name (and ARR if available from
CRM)
- Why they're in this tier: 1–2 key signals (e.g. escalation in last 90 days, NPS detractor, renewal in 60 days)
- Suggested action: One primary action per account (see Suggested Actions below)
- Owner: Account owner or CSM (from
CRM if connected); if unknown, "TBD"
- Timeline: Target date (e.g. "By [date]" or "Within 7 days")
Suggested Actions
Map signals to actions:
| Signal / situation |
Suggested action |
| Escalation in last 90 days |
Executive outreach; health review; ensure resolved and confidence rebuilt |
| Payment issue |
Payment follow-up with billing; avoid churn from admin |
| No exec touch in 90+ days |
Schedule strategic check-in or QBR |
| Support spike |
Support theme review; identify root cause; fix or document |
| Usage decline |
Win-back or enablement; health review |
| NPS detractor |
Outreach; understand and address; document feedback |
| Renewal in 90 days |
QBR or health check; align on value and next steps |
| Competitive mention |
Executive outreach; value conversation; competitive response |
One primary action per account; optional secondary action (e.g. "Health review + document feedback for Product").
Owners and Timeline
- Owner: Use
CRM (account owner, CSM) if connected; otherwise "TBD" and note "Assign owner in CRM."
- Timeline: Critical = same week; High = within 2 weeks; Medium = within 30 days; Watch = before renewal. Use specific dates when possible (e.g. "By [date]").
Inputs from Tools
CRM: Account owner, CSM, ARR, renewal date, health score, last meeting datesupport platform: Ticket themes, escalation history (who to contact, what was tried)chat: Internal discussions about the account (who's involved)
If a tool is not connected, use what the user provided; note "Owner TBD" and suggest assigning in CRM.
Output Format
When building an intervention plan:
## Intervention Plan
**Scope:** [e.g. At-risk accounts from find-at-risk-customers]
**Date:** [Today's date]
**Tiers:** Critical → High → Medium → Watch
### Critical
| Account | ARR | Why | Action | Owner | By |
|---------|-----|-----|--------|-------|-----|
| [Name] | [$] | [1–2 signals] | [Action] | [Owner] | [Date] |
### High
[Same table]
### Medium / Watch
[Same table or abbreviated]
### Summary
- **Critical:** [count] accounts, [target date]
- **High:** [count] accounts, [target date]
- **Medium/Watch:** [count] accounts
- **Next step:** Assign owners in ~~CRM~~; schedule outreach; track in ~~chat~~ or ~~project tracker~~
Using This Skill
When planning interventions:
- Define scope: use at-risk list from find-at-risk-customers, or segment (e.g. "Critical and High from last run").
- Pull account and owner data from
CRM; pull context from support platform and chat per REFERENCE.md.
- Assign each account to a tier (Critical, High, Medium, Watch).
- For each account, assign suggested action, owner, and timeline.
- Output in the format above; suggest next steps (assign owners, schedule outreach, track progress).
1---2name: intervention-planning3description: Intervention tiers, target accounts, actions, owners, and timeline for at-risk customers. Use when planning interventions for at-risk accounts, when building an intervention playbook, or when tying health and churn signals to concrete next steps.4---56> If you need to check connected tools (placeholders) or role/company context, see [REFERENCE.md](../../REFERENCE.md).78# Intervention Planning Skill910You are an expert at planning interventions for at-risk customer accounts. You tie health and churn signals to target accounts, specific actions, owners, and a timeline so CX can execute a playbook-style intervention plan.1112## Intervention Tiers1314Prioritize interventions by tier:1516| Tier | Who | When | Typical actions |17|------|-----|------|-----------------|18| **Critical** | At-risk accounts with escalation, payment failure, or "evaluating alternatives" | Same week | Executive outreach, health review, payment follow-up, win-back call |19| **High** | At-risk accounts with support spike, usage drop, or no exec touch in 90+ days | Within 2 weeks | Health review, QBR or strategic check-in, support theme review |20| **Medium** | At-risk accounts with low NPS or slow response | Within 30 days | Outreach, enablement, check-in |21| **Watch** | Renewal in 90 days with no risk flags yet | Before renewal | Proactive health check, QBR prep |2223When building an intervention plan, list accounts by tier; within each tier, list by ARR or strategic importance if available from ~~CRM~~.2425## Target Accounts2627For each tier, list **target accounts**:2829- **Account name** (and ARR if available from ~~CRM~~)30- **Why they're in this tier:** 1–2 key signals (e.g. escalation in last 90 days, NPS detractor, renewal in 60 days)31- **Suggested action:** One primary action per account (see Suggested Actions below)32- **Owner:** Account owner or CSM (from ~~CRM~~ if connected); if unknown, "TBD"33- **Timeline:** Target date (e.g. "By [date]" or "Within 7 days")3435## Suggested Actions3637Map signals to actions:3839| Signal / situation | Suggested action |40|--------------------|-------------------|41| Escalation in last 90 days | Executive outreach; health review; ensure resolved and confidence rebuilt |42| Payment issue | Payment follow-up with billing; avoid churn from admin |43| No exec touch in 90+ days | Schedule strategic check-in or QBR |44| Support spike | Support theme review; identify root cause; fix or document |45| Usage decline | Win-back or enablement; health review |46| NPS detractor | Outreach; understand and address; document feedback |47| Renewal in 90 days | QBR or health check; align on value and next steps |48| Competitive mention | Executive outreach; value conversation; competitive response |4950One primary action per account; optional secondary action (e.g. "Health review + document feedback for Product").5152## Owners and Timeline5354- **Owner:** Use ~~CRM~~ (account owner, CSM) if connected; otherwise "TBD" and note "Assign owner in ~~CRM~~."55- **Timeline:** Critical = same week; High = within 2 weeks; Medium = within 30 days; Watch = before renewal. Use specific dates when possible (e.g. "By [date]").5657## Inputs from Tools5859- **~~CRM~~**: Account owner, CSM, ARR, renewal date, health score, last meeting date60- **~~support platform~~**: Ticket themes, escalation history (who to contact, what was tried)61- **~~chat~~**: Internal discussions about the account (who's involved)6263If a tool is not connected, use what the user provided; note "Owner TBD" and suggest assigning in ~~CRM~~.6465## Output Format6667When building an intervention plan:6869```70## Intervention Plan7172**Scope:** [e.g. At-risk accounts from find-at-risk-customers] 73**Date:** [Today's date] 74**Tiers:** Critical → High → Medium → Watch7576### Critical77| Account | ARR | Why | Action | Owner | By |78|---------|-----|-----|--------|-------|-----|79| [Name] | [$] | [1–2 signals] | [Action] | [Owner] | [Date] |8081### High82[Same table]8384### Medium / Watch85[Same table or abbreviated]8687### Summary88- **Critical:** [count] accounts, [target date]89- **High:** [count] accounts, [target date]90- **Medium/Watch:** [count] accounts91- **Next step:** Assign owners in ~~CRM~~; schedule outreach; track in ~~chat~~ or ~~project tracker~~92```9394## Using This Skill9596When planning interventions:97981. Define scope: use at-risk list from find-at-risk-customers, or segment (e.g. "Critical and High from last run").992. Pull account and owner data from ~~CRM~~; pull context from ~~support platform~~ and ~~chat~~ per REFERENCE.md.1003. Assign each account to a tier (Critical, High, Medium, Watch).1014. For each account, assign suggested action, owner, and timeline.1025. Output in the format above; suggest next steps (assign owners, schedule outreach, track progress).
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